BlogHow to Select Customer Experience Metrics That Put Your Program on the Path to Success

How to Select Customer Experience Metrics That Put Your Program on the Path to Success

By Andrew Park, VP, Customer Experience Strategy

Customer experience (CX) intelligence is a necessity for brands competing for customer attention and loyalty. After all, how can you make sure your efforts to exceed customer expectations are successful if you can’t listen to or understand them?

This is why CX professionals rely on in-depth data to gain a more detailed, real-time look at their customers and their needs. They know that once you understand customers’ behaviors and preferences, you can craft business strategies that truly create positive, memorable experiences.

Three Ways to Find the Right Customer Experience Metrics for Your Business

The volume of CX data and metrics made available to brands is seemingly limitless. From NPS to OSAT and Customer Effort Score, effectively measuring customer experience boils down to focusing on the metrics that matter most to your business.

Not sure where to start? InMoment’s latest eBook, “Three Rules for Choosing the Right Metrics to Track Your Customer Experience Success” guides you through selecting metrics that fit into your overall customer experience program:

#1: Focus on the metrics that will drive the most change in your business.

Successful customer experience programs are built around understanding how you want your business to grow. Instead of narrowing in on a single focal point (like improving one CX score), look at the bigger business picture. Where do you envision your brand in five years? What revenue goals would you like to achieve? Think more about the endgame and choose the CX metrics that will help you get there.

#2: Consider points of view from across your organization.

It’s tempting to track customer experience metrics based solely on executive input, but it’s important to remember that your organization is made up of more than the C-suite. While your CFO might be interested in metrics related to ROI, your employees might want data that helps them sell more effectively.

Brands should also consider their customers’ point of view. Today’s customers expect brands to fully understand their needs. The CX metrics you track should work to support your company’s ability to more clearly grasp – and meet – customer expectations.

#3: Learn from historical data, but don’t rely on it.

Historical customer experience intelligence can provide excellent insights into business performance. However, you don’t want to hold your brand to a specific benchmark or metric you used in the past. Historical metrics are often revisited without context, making them irrelevant for the current state of your company. As your business continues to evolve, so should the framework for how you measure and track success.

It can be overwhelming to define your CX metric framework. But if you remember to put your company and its goals at the center of your efforts, you’re more likely to rely on the data that will have a positive, game-changing impact on your business.

To learn about choosing metrics with meaning, download InMoment’s eBook, “Three Rules for Choosing the Right Metrics to Track Your Customer Experience Success” today!

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